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Customer Satisfaction Survey for SABIC Engineering Services

TURKI S. ALMUBADAL 250231

SALMAN M. AL-ZAHRANI 250219

Department of Construction and Engineering Management,

King Fahad University of Petroleum and Minerals,

December 2005

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Outline

1. Introduction

2. Methodology

3. Results

4. Conclusions and recommendations

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Introduction

•SABIC was established in 1976 to add value to Saudi Arabia's natural hydrocarbon resources.

•Today, SABIC is among the leading petrochemical companies in terms of sales and product diversity.

•SABIC is the Middle East's largest non-oil industrial company.

SABIC Headquarters

SABIC Research & Technology

SABIC Manufacturing Sites

SABIC International Subsidiaries & Sales Offices

Distribution and Storage Facilities

Los Angeles Houston

Payne

Wilmington

WallhamnGainsborogh

FelixstoweLondon

RotterdamEssen

Antwerp Bologna

Suez Canal

GebzeLivorno

Malta

Chennai

Singapore

Hong Kong

Namikata

TokyoUlsan

Sakurajima

Jakarta

Paris Milan

LaveraMarseilles

BarcelonaRome

Seoul

Shanghai

Manila

Yanbu

Al-JubailManamaDammam

Jeddah Jebel AliRIYADH

Qassim

New Delhi

VadodaraMumbai Taipei

Dubai

SABIC Services Limited Admin.

6x Accounting4x HR/ES3x I/T

2x Accounting2x HR/ES2x I/T2x Engineering

1x Accounting1x HR/ES1x I/T1x Engineering

14x Accounting14x HR/ES14x I/T13x Engineering

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SABIC Organizational Chart SABIC

Fertilizer Polyolefin

Basic chemicals PVC

Metals Intermediates

HR Control

R&T finance

Shared Services

SBU

Corporate

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E&PM Organizational ChartEngineering Department

Engineering &Project Management

Project Management

Design Site Projects

Engineering

•To administrate project contracts

•To produce highly accurate cost estimate

•To provide inspection to projects construction

•To generate all required project drawings and

• To produce Engineering packages accurately

•To ensure that plant drawings are up to date

•To plan and execute site projects

•To ensure site project executed safely and per

defined standards

Functions

&

Duties

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1. providing quality electrical, process control, mechanical, civil, process

engineering in support of all E&PM activities as required

2. Meet and exceed customer expectations in all areas of engineering

discipline expertise

3. ensure that company codes and standard are up to date according to the

latest released by coordinating with E&PM engineers and external agencies

4. ensure career development to all E&PM Staff being developed and

implemented

Engineering Department

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The objectives of this study include the following:

To reflect the level of the customer satisfaction, to obtain the opinion of different managerial levels of the customers who deal with the Engineering dept. and to investigate the root causes of the dissatisfaction

To come up with reasonable and applicable suggestions and recommendations to improve E&PM customers’ satisfaction

Customers’ Perception

From a previous undocumented feedback of the

engineering customers it has been indicated that there

is a degree of dissatisfaction about the services

provided by the engineering department. There were

unclear measures of the Engineering performance.

Objectives

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Research Methodology

definition of important customer satisfaction parameters and

categories.

design of a questionnaire related to the engineering dept. services

data was collected and compiled through survey

collected data was analyzed

results from the analyzed data were summarized and presented.

conclusions of the survey, recommendations

and suggestions

1 2 3

654

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Research MethodologyA list of satisfaction factors was developed from previous feedbacks and with the help of the expertise within the engineering dept.

1. Service Request

2. Service Delivery

3. Qualification & Attitude

4. Post Service Support

5. Complaint Resolution

includes utilization of the technology like SAP system, e-mail, fax, letter and telephone call. It also includes the easiness of request and the availability of resources to resolve the issue.

includes quickness of delivery, tendency to support and the estimated cost. it includes assessment of the level of cooperation, innovation, commitment and communication skills of the E&PM involved staff.

it includes following up the issue after it has been finalized, updating the customer through meetings and final report. includes assessment of quality of service

and resolution time.

These five factors are the most important factors stressed by the customer from the previous experience.

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Research Methodology

Design of questionnaire

Background information

Customer satisfaction rating

Additional comments

Contact information

• Position• Years of experience• Usage of the service

• Service Request• Service Delivery• Qualification & Attitude• Post Service Support•Complaints resolution

Further comments that the person who fills up the questionnaire wants to add

1 2 3 4

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Scoring:

The main section of the questionnaire-second section- on the customer satisfaction, basically uses an ordinal scale, namely Very Satisfied, Satisfied, Average, Unsatisfied and Very Unsatisfied.Scoring will be as follows:

• “Very Unsatisfied” equals 1 point.• “Unsatisfied” equals 2 points• “Average” equals 3 points• “Satisfied” equals 4 points• “Very Satisfied” equals 5 points.

Research MethodologyData Analysis

Data gathered from questionnaire is analyzed and used to identify the respondents’ satisfaction level of each factor. The analyzed data is presented in a tabulated format and figures. By carefully studying the results of the survey, a better understanding will be gained of the current situation of the satisfaction level on the provided service by the engineering department.

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Results Discussion

3.27

3.54 3.473.64

3.133.29

3.48

2.983.17 3.2 3.27

2.00

2.20

2.40

2.60

2.80

3.00

3.20

3.40

3.60

3.80

4.00

A B C D E F G H I J K Overall

Engineering Services Satisfaction by Customer

5 Very Satisfied4 Satisfied3 Average2 Unsatisfied1 Very Unsatisfied < 3 < 4

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2.00

2.20

2.40

2.60

2.80

3.00

3.20

3.40

3.60

3.80

4.00

Satisfaction 3.16 3.2 3.33 3.21 3

Service Request

Service DeliveryQualifications and Attitude

Post service Support

Complaint Resolution

Results Discussion

Engineering Service Performance Satisfaction in the 5 Service Factors

5 Very Satisfied4 Satisfied3 Average2 Unsatisfied1 Very Unsatisfied < 3 < 4

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Results DiscussionEnd-Users with less than 5 years experience are the most satisfied with all service performance Factors

2.6

2.8

3.0

3.2

3.4

Under 5 years 3.203 3.32 3.394 3.268 3.033

5 to 15 years 3.11 3.131 3.258 3.128 2.982

15+ years 3.202 3.198 3.384 3.269 2.994

Service Request Service DeliveryQualifications and

AttitudePost Service Support Complaint Resolution

Engineering Services Service Performance Satisfaction by Time in Job

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Results Discussion

Staff is more satisfied with all service performance factorscompared to leadership – Leadership is unsatisfied with the complaint resolution

Engineering Services Service Performance Satisfaction by Job Role

2.6

2.8

3.0

3.2

3.4

Leadership 3.056 3.028 3.304 3.123 2.647

Staff 3.185 3.235 3.335 3.226 3.073

Service Request Service DeliveryQualifications and

AttitudePost Service Support Complaint Resolution

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Recommendations:

End user cooperation/support is the key element to provide excellent Services Various E&PM procedures and Formats need fine tuning for improving service quality.SABIC should not focus only on the End-User Satisfaction but also on the one doing the Engineering Services to provide Quality Service.more engineers are required to give fast and good services for different customers More coordination with monthly internal meeting to work as familyCustomer must give enough lead time for service provider in order to plan & execute the service

Conclusions & RecommendationsConclusions:

1. A continuous improvement should be considered for all the services factors, particularly the factor of complaints resolution.

2. the functions and responsibilities of the engineering department is not very clear for some of the customers and a clear procedure should be known by all customers

3. lack of strong coordination between the customer and the service supplier 4. customer’s voice should has the top priority in the improvement process5. There is a lack of SAP awareness and its practice by all customers.6. There are some internal approval systems which take a long time and effect

timely service7. Strength of engineering team is not sufficient to cater for all customers.

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We would like to extend our deep appreciation to E&PM department, particularly Mr. Dian Hankeom; Mechanical & Civil section head in the Engineering department, for his

genuine support during the stages of this survey

Acknowledgement

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THANK YOU